Service Delivery Human Resources

Besmira Rexha

917-***-**** - *.*****@***.*** - linkedin.com/in/besa-rexha

PROFESSIONAL SUMMARY

Strategic Director of Operations Proven Leadership in Operational Excellence Accomplished Director of Operations with over 10 years of experience leading large-scale operations, optimizing processes, and delivering significant business impact. Expertise in managing multi-site operations, driving efficiency improvements, and leading cross-functional teams. Adept at budget management, crisis management, and aligning operational strategies with organizational goals. Demonstrated ability to streamline workflows, reduce costs, and enhance service delivery while maintaining regulatory compliance and operational stability.

WORK HISTORY

DEPUTY DIRECTOR, OPERATIONS & DIRECTOR OF COMMUNITY AFFAIRS 01/2023 to Current -NYC Health + Hospitals

• Spearheaded strategic operations for a high-volume intake center, optimizing workflows to process over 180,000 asylum seekers from 190 countries, achieving a 25% increase in efficiency.

• Directed cross-functional operations for over 10,000 families sheltered at the Roosevelt, implementing quality improvement measures that increased service satisfaction ratings by 20%.

• Led a multidisciplinary team of 15 managers, 24 supervisors, and 250+ vendor staff, surpassing key performance benchmarks by 15% and ensuring seamless service delivery in high-pressure environments.

• Designed and executed strategic initiatives aimed at improving service efficiency, enhancing staff productivity, and strengthening organizational crisis response capabilities.

• Partnered with stakeholders to deliver comprehensive humanitarian support, encompassing shelter, healthcare, and legal services, tailored to the needs of over 200,000 asylum seekers.

• Oversaw and managed invoice approvals exceeding $2 million monthly, ensuring strict financial accuracy, compliance with policies, and operational efficiency.

• Spearheaded proactive service improvements aimed at enhancing customer experiences and driving higher levels of stakeholder satisfaction.

• Streamlined mailroom operations to efficiently handle and process over 30,000 mail items in a month with accuracy and timeliness.

• Built and maintained strategic partnerships with over 60 shelters across New York City, facilitating a collaborative and supportive network for sheltering initiatives. HUMAN RESOURCES BUSINESS PARTNER 08/2022 to 12/2022 WSFSSH

• Designed and implemented workforce planning strategies, ensuring alignment between staffing needs and overarching business objectives.

• Led innovative employee engagement and retention programs, resulting in an enhanced organizational culture and improved team morale.

• Managed human resource compliance and ensured adherence to regulatory standards, streamlining operational efficiencies across multiple departments.

• Played a pivotal role in collective bargaining agreement (CBA) negotiations, ensuring alignment with company policies and fostering harmonious labor relations.

• Assessed workforce deficiencies and developed actionable initiatives aimed at improving employee relations and workplace dynamics.

• Achieved a 25% reduction in employee relations issues across five sites, showcasing a commitment to fostering a positive and inclusive work environment. CONSULTANT ASSOCIATE 01/2022 to 08/2022

Bronxdale Properties

• Conducted comprehensive analyses to optimize operational workflows, leading to increased efficiency and reduced operational costs.

• Managed vendor negotiations and oversaw contract execution, achieving significant cost savings without compromising quality or service delivery.

• Designed and implemented training and development programs, standardizing employee performance metrics and boosting overall productivity.

• Conducted comprehensive operational analyses, identifying inefficiencies and implementing changes that resulted in a 20% reduction in operational costs while maintaining high service standards.

• Led vendor negotiations and contract execution, securing cost savings of 15% on operational expenses while ensuring no compromise in service quality or delivery. Strengthened vendor relationships through clear communication and effective contract terms.

PEOPLE DEVELOPMENT & CULTURAL LEAD, AVP 07/2019 to 01/2022 Amalgamated Bank

• Developed and executed operational strategies that aligned with corporate goals, driving efficiency improvements and boosting workforce productivity across multiple locations.

• Spearheaded the development and execution of multi-state emergency response plans during the COVID-19 pandemic, ensuring uninterrupted operations and workforce safety.

• Developed and executed performance management strategies, achieving a 25% increase in employee engagement and a 15% boost in retention rates within 12 months.

• Fostered cross-departmental collaboration, facilitating smoother internal workflows and improved team synergy.

• Developed robust succession planning strategies and supported executives in identifying high-risk roles, ensuring leadership continuity and organizational stability.

• Established and monitored operational metrics, driving improvements in service consistency, quality assurance, and efficiency.

HUMAN RESOURCES DIRECTOR 03/2014 to 04/2019

HomeWell Senior Care

• Directed human resources operations for a workforce of over 500 employees, optimizing recruitment, payroll processes, and compliance management.

• Successfully led mergers and acquisitions (M&A) integration efforts, ensuring a seamless transition and operational stability during periods of organizational change.

• Established and implemented employee engagement initiatives, resulting in improved retention rates and enhanced workforce productivity.

• Achieved top audit ratings under CAHC, positioning the agency as an industry leader in regulatory compliance and service excellence.

• Managed budgeting processes and conducted accurate expense forecasting to ensure financial stability and strategic resource allocation.

• Built and maintained systems for employee lifecycle management, covering recruitment, onboarding, engagement, performance management, and offboarding.

• Maintained over 99% accuracy in the company’s CRM reporting system, enhancing data reliability and operational decision-making.

EDUCATION

• West Thames College, BTEC in Business

• West Thames College, Travel and Tourism

• Ashford High School High School Diploma

SKILLS

Financial Reporting & Performance Monitoring Financial Management & Budget Oversight Vendor Negotiation & Contract Management Cost Control & Expense Optimization Workforce Planning & Talent Optimization Process Automation Implementation Crisis Management & Operational Resilience Business Continuity Planning Data-Driven Decision Making Strategic Operational Leadership

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